A STUDY ON OVERVIEW OF CUSTOMER SATISFACTION

AT

MALINI SRI MOTORS

PROJECT REPORT

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF

THE DEGREE

MASTER OF BUSINESS ADMINISTRATION

2009

SUBMITTED BY

NAME: P.V.ELAVAZHAGAN

REG. NO: MA80096

UNDER THE GUIDANCE OF

MR. K. PRABHAKAR

DEPARTMNET OF MANAGEMENT STUDIES

JAYA COLLEGE OF ARTS AND SCIENCES, CHENNAI- 602 024

MADRAS UNIVERSITY: CHENNAI 600 005

JUNE - 2009
 ACKNOWLEDGEMENT

I express my sincere thanks to the management, Principal for giving the

opportunity to do this project.

I extend my sincere thanks to the management and staff of MALINI SRI

MOTORS Chennai for helping to complete this project successfully.

I wish to express my gratitude to Mr. K. PRABHAKAR, PROF. & HEAD

MANAGEMENT STUDIES for supporting in completion of the project. I

greatly indebted to my guide Mr. K. PRABHAKAR for his continuous

motivation and encouragement to complete this project

I also express my sincere and heartful thanks to my parents and friends for their

moral support given by them.

 DECLARATION

I P.V.ELAVAZHAGAN hereby declare that this project report titled

“OVERVIEW OF CUSTOMER SATISFACTION(MARKETING)”.

Submitted in partial fulfillment of the requirements for the degree of Master of

Business Administration, Jaya College of Arts and Science is my original

work and it has not formed the basis for the award of any other degree.

P.V.ELAVAZHAGAN

MA 80096

Place: Chennai

Date:
 BONAFIDE CERTIFICATE

Certified that this dissertation entitled “OVERVIEW OF CUSTOMER

SATISFACTION” is a bonafide work of P.V. ELAVAZHAGAN I year
M.B.A., JAYA COLLEGE OF ARTS AND SCIENCE MADRAS
UNIVERSITY THIRUNINRAVUR, CHENNAI. Who carried out the project
under my guidance of supervision certified further that to the best of my
knowledge the work reported here in does not from a part of any the dissertation
on the basis of which degree was on an earlier occasion and this work should
not be published without prior written permission.

INTERNAL GUIDE HEAD OF THE

DEPARTMENT

DATE:

TABLE OF CONTENTS
Chapter CONTENTS PAGE NO.

1. Introduction 1
Company Profile 2
Objectives of the study 6
Need of the study 7
Scope of the study 9

Limitation of the study 14

2. Research Methodology 15
3. Data Analysis 18
Statistical Tool 43
4. Findings and Suggestions 46
Conclusion 48
Bibliography/Web 49
Resources
Annexure 50
Questionnaire 58